Tag Archives: customer

Value Analysis

Value Analysis

Value is one of the most important concepts within Lean thinking and one of the most valuable outcomes Lean provides. Value Analysis focuses on what adds value to business processes as perceived by the customer. A process that does not add value to the product or service should be redesigned or eliminated altogether. Problem solving and continuous improvement efforts often focus on those aspects of processes that add no value to the customer and are therefore wasteful. Read more »»

Value Stream Mapping


Value Stream Mapping

A Value Stream Map (VSM) is a visual representation that helps to understand the flow of value in a business process as perceived by the customer. Its primary goal is to identify and eliminate waste (Muda) and make the process as close to lean as possible. It is considered as an improvement tool rather than just a definition of how the process operates or should operate. Although it is often associated with manufacturing, it can also be applied in product development and service related industries such as: healthcare, hospitality and logistics.

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SIPOC Analysis

SIPOC Analysis

A SIPOC Map is high-level summary of the process. It provides a big picture view of the important elements of the process to gain deeper understanding of the context in which the process occurs. SIPOC is an acronym that stands for Suppliers, Inputs, Process, Outputs and Customers.

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Stakeholder Analysis

Stakeholder Analysis

A Stakeholder is any party who may have an interest in an organization action or will be affected by its outcomes. Stakeholders can be organizations, business units, departments, groups or individuals. Primary stakeholders are those who are part of the economic transactions of the business, such as shareholders, customers and employees, while secondary stakeholders are those who are affected by or can affect the business in someway, such as the government and the community. Read more »»

Interviews

Interviews

An interview is a technique used to understand the experiences of others (customers, employees, etc.). It takes the form of a conversation between the interviewer and the interviewee. It is often conducted in an informal and natural way where the respondent can freely express his/her opinion in his/her own words. Although interviews can be used to obtain almost any information, information is still based on personal opinion and not based on facts. Read more »»

Kano Analysis

Kano Analysis

The Kano Model is a framework that is used to analyze customer needs and how those needs change as time goes on. It helps categorizing and prioritizing the different features of a product or service based on their impact to customer satisfaction. Those categories are then considered when analyzing potential opportunities for improvement. The Kano Model is often used to better understand how a product (or service) fits customer needs by mapping the existing or proposed features into the Kano categories. Read more »»

Questionnaires

Questionnaires

A survey is a data collection method used to gather information from a selected group of people. It is used to collect written or verbal information in an organized and objective manner. A survey involves all aspects of the research process including: survey design and construction, data collection planning, data collecting, data processing and response analysis. The most common methods used to conduct surveys are questionnaires, interviews, focus groups and observations.

A questionnaire is a tool often used in research and statistical studies to collect and record information about a particular issue of interest. Read more »»

Quality Function Deployment Template

The main idea behind the Quality Function Deployment (QFD) is to translate customer requests into solutions to meet those requirements. It is a methodology for taking the Voice of the Customer (VOC) and using that information to drive aspects of product development or process improvement. It allows for answers to questions such as: what do our customers need and want? how well are we doing relative to our competitors, and so on.

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